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FAQ

Account

Can I buy items without a username?

Yes, that is possible. You can place an order by entering your details once. Your details will not be saved and you will not have a user profile. In addition, your order will not be stored in the online store.

How do I create a user account?

You can easily create your own user profile by entering a user name and password. The user name is your email address and the password must be at least six characters long.

I can't remember my username and / or password. What should I do?

If you have forgotten your password and/or user name, please click on the 'Forgot your login details?' link. We will send you an email with information on how to reset your password. If you have forgotten your user name, please send us an email to ask for a new username.

Why should I create a user account?

When you log in to your user profile, your personal details are retrieved and you do not need to enter them again to place a new order.

What is a phishing e-mail?

Phishing emails are intended to steal your identity and/or infect your computer with a virus. They ask you for personal information, often by asking you to click on a link that takes you to a website or call a number where you are asked to provide your personal details. The link often tries to infect your computer with a virus. Afterwards your personal information will be immediately misused via software such as Java or Adobe Flash. If you receive an email to provide your credit card details or similar information, please be cautious. This email did not came from Mammoet Store. We only ask you to provide your account details in response to questions by email or phone, or if something is not clear about an order. We will never ask you to provide your bank details by email. Please do not respond to these requests. If we ever ask you to provide personal details in an email, we will always ask you to contact us by phone on +31 (0)10 2042850 (local rate) or at the email address store@mammoet.com. We will never ask you to respond by using a link. If you ever receive an email that asks you to provide detailed personal information via a link, do not respond to it and do not click on the link; instead, delete the email immediately.

Orders

How can change or cancel an order that I have already placed?

Changing or cancelling an order is only possible by contacting us using the contact form.

How can I search for a topic?

In the left-hand column of our product pages you will see some specific categories and types. You can use these to browse through the items in that category or the same type.

When I placed an item in my shopping cart it was available, but when I was checking out it was sold out. How can this happen?

Items are only reserved for you once you have completed your order. If an item is very popular, it may still be available when you put it in your shopping cart but sold out by the time you check out. Items in your shopping cart are held for seven days, but we cannot guarantee that these items can still be delivered later.

Payment

How can I contact you about my payment and / or invoice?

If you have a query about your payments or invoices and you cannot find the answer here or under the heading 'Payment information' in your account, then you can use the contact form to send us your query for prompt and correct handling

I have received an invoice without amounts (dealers)

If you have received an invoice with your order without an amount, you can regard this as a packing note. The real invoice, showing the values, will be sent to you shortly by email or to the invoice address. You can find the invoice address you entered under "Order status" in your account.

I've returned an item, but I was refunded a different amount than the value of the item. How is this possible?

Mammoet Merchandise always refunds the full amount, minus the delivery costs and if the article is not damaged and returned correctly. The amount of the refund may differ from the item price if you used a promotional discount or a gift voucher.

I cancelled an item. When do I receive my money back?

Before you send an item back to the Mammoet Store, you have to fill out the contact form at first. Once we receive the item(s) you returned, we will refund your money as soon as possible.

What methods can I use to pay?

You can use any of the following payment methods: Credit card iDEAL Bank transfer Mammoet gift card

Where can I find information about my invoices and payments?

In your account under the heading 'Orders and Invoices' you will find all your previous orders and invoices. If you click on this you will find your full payment history and invoices. For business accounts, the invoices remain visible on your account forever.

What is the bank account number?

The bank account is: NL17INGB0700089454 (Mammoet Merchandise te Amsterdam) Swift code: INGBNL2A

Delivery

How much are the shipping costst?

The shipping costs are dynamic. When you insert the country you would like to ship your order to, you can see the shipping costs.

I have received a damaged / incomplete / defective / wrong item?

If you have received an item that was damaged, defective, incomplete or the wrong item, you can opt to send the item back or to have it replaced at no charge. To make sure this is handled quickly and correctly, it is important that you contact us by filling in the contact form.

I didn't received all the ordered items.

If you did not receive all the items you have ordered, please contact our customer service team. We will be happy to help you.

Can I have an order deliverd abroad?

You can have items delivered abroad. Different delivery costs apply for each country.

Can I have an order deliverd to a PO box?

Mammoet Store does not deliver parcels to a PO box. We advise you to use a regular address instead of a PO box.

What are the delivery times within the Netherlands?

tems from will be delivered within two to three business days.

Will my order be grouped into a single delivery if it's consists of multiple items?

If you order several items at the same time, all the items will grouped in one single delivery. The item with the longest delivery time therefore determines when the order will be delivered. If one item has a long delivery time, you can opt to have the items delivered separately. You will then pay two delivery charges. If you would like to order multiple products with seperate delivery times, you have to place multple orders.

Returns

What are the conditions for returning goods?

You can return items under certain conditions. Please see our general conditions for full information. Return shipments are at the purchaser's risk. This means that the Mammoet Store is not liable for any returned items that are damaged or lost. Make sure that you always ask the postal agency for a tracking code and keep it in a safe place. Conditions For a quick and correct handling, it is important that you fill in the contact form before returning the article or the articles. For more information please go to 'Exchanges and returns' at the customer service. You must return the item(s) within the cancellation period of 8 days, This period starts on the day that you receive the item. Return the item, if reasonably possible, in its original packaging. Please send the invoice (or a copy of the invoice) with the package. To ensure rapid and correct handling, it is important that you first register the return of the item using the contact page. The following items cannot be returned Digital gift cards Gift cards Printed and/or personalised articles

Warranty

Do I have warranty on my items from Mammoet Store, Mammoet Toys and Mammoet Workwear?

Yes, for all the items you buy from us, the statutory warranty applies. This means that the product must be in good condition and in normal use for an appropriate function. When you receive an item which is not, we offer you an appropriate solution as soon as possible. Depending on the item, we do this by replacement, repair or refund. In addition to the statutory warranty covers the warranty for certain items. A manufacturer's warranty is an additional guarantee given by the manufacturer or importer. The manufacturer or importer may subject themselves to this guarantee. The warranty duration depends on the manufacturer. Learn more about the warranty can be found in the documentation of the article.

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